Landline dead

[Andy2610]

Just upgraded our router to support the 1 gig connection and now our landline isn't working.  I've tried it in both ports in the router.  Is this a common problem when upgrading packages?

I would try and talk to VM but the useless bandits are impossible to get hold of.  Even on WhatsApp, you just get a message saying that they can't take any more messages and to try latet.

[Ayisha_B]

Hi @Andy2610,

A warm welcome to our Community Forums and thanks for your message.

I am sorry to hear you're having some issues with your landline and difficulty getting support.

Do you currently have no dial tone and could you confirm if you have been through the checks here - Why is my Virgin landline not working?

If after going through those checks, you still experience issues, then please respond to my PM and we can go from there. 

Thanks

[Ayisha_B]

Thanks for confirming the requested details via PM @Andy2610
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!